The Operations Manager plays a crucial role in managing daily operations for both internal and external clients, ensuring seamless and efficient interactions that strengthen partnerships. They act as the primary point of contact for escalations, handle permissions and leave requests, and maintain clear communication channels with both staff and clients. By thoroughly understanding account details, including business models, headcounts, and performance metrics, the Operations Manager ensures that client needs are met promptly and effectively.

Responsibilities

The following include but are not limited to the main functions of the job:

• Responsible for guaranteeing the customer experience and handling escalations from the operational side.
• Process and follow up on permissions and medical leaves requests, involving the appropriate department on pertinent request.
• Handle at least 75% of account escalations and only when needed, escalate them to the Director of division.
• Maintain great communication and relationship with both staff and clients.
• Have extensive knowledge of account details, including the business model, headcount, positions, points of contact (POCs), key performance indicators (KPIs), and performance metrics.
• Responsible for overseeing and solving the operational client’s requests (Hiring processes, operational changes, conflicts resolution between employees).
• Report to the Director on any event that happened throughout the week, and status of the accounts, which will bring to the table the opportunity to present projects or plans for continued growth.

Qualifications

• Educational background in any Business, Logistics, Engineering, or Administrative career.
• At least 1-2 years of experience in leadership positions.
• English level proficiency starting at B2 high (conversational and written). Non-bilingual speakers will not be considered for this position.
• Intermediate to advanced Excel knowledge (Required).
• Able to work under pressure.
• Highly adaptable to dynamic environments.
• Analysis and control of sensitive information.

Systems

• Email platforms (Outlook, Gmail Among others)
• Office automation apps (Microsoft 365, Google Suite, among others)
• HubSpot.
• Billing app.